PENERAPAN STANDAR OPERASIONAL PROSEDUR RESERVASI KAMAR PADA BINA DARMA HOTEL PALEMBANG

Abstract

This study raised the Standard Operational Procedure for Room Reservations. This study aimed to determine the extent to which the Implementation of Standard Operating Procedures for Room Reservations at Bina Darma Hotel Palembang. The researcher conducted this research at the Bina Darma Hotel Palembang which is located on Jalan Jendral Ahmad Yani No.24 Kelurahan: 9/10 Ulu Kota Palembang 30111. Reservations are part of the front office department, which was in charge of receiving guest room orders. guests who would stay at the hotel. This research was a qualitative descriptive study, data collection was carried out by conducting interviews with several hotel front office staff. Intense hotel competition requires Bina Darma Hotel Palembang to implement Standard Operating Procedures for guests. Implementation of Standard Operating Procedures for Room Reservations at Bina Darma Hotel Palembang aims to create services were able to provide customer satisfaction. Apart from that, the application of proper Standard Operating Procedures made it easy for the room reservation department to handle customers. Guest room orders could come from individual guests or group guests. The Standard Operational Procedure for Room Reservations implemented by Bina Darma Hotel Palembang, had been implemented properly by all staff and operations were running smoothly.